Night Service - Internal Callers Get Busy Signal

[glenng3]

Our internal phone users get the switchboard operator when they dial zero during the day. When the switchboard is in night service mode, internal users get a busy signal, but external callers are prompted to leave a voice message. We would like to have internal callers get the same voicemail prompt at night.

Our night service seems to be set up as station night service. We have one attendant console and we have tenant partitioning (not sure why). The LDN for the console is 4000. Attendant 1 has extension 4005. Internal users can dial 4000 or 4005 or zero and get the operator. The night service destination in the Tenant 1 screen is 3009. 3009 is assigned to hunt group 7. The night message voice mailbox is 3000, and 3009 is listed as a secondary extension in the voicemail screen for 3000. It makes no difference whether all calls to 3009 are forwarded to 3000 or not.

So how do we allow internal users to get the night message instead of a busy signal when they dial zero at night?

The system is a Definity G3si with CM 3.1.5 and Modular Messaging 3.0.

 

[dtlegend123]

Capture a "list trace" on the internal call to the operator to see if that sheds some light on your situation.

 

[glenng3]

Did that - can't see any light:

list trace station 5007 [during business hours] Page 1

LIST TRACE

time data

15:19:06 tone-receiver 01C1302 cid 0xfed
15:19:06 active station 5007 cid 0xfed
15:19:08 dial 0
15:19:08 ring attendant-group 1 cid 0xfed
15:19:11 active attendant 4005 cid 0xfed
15:19:31 idle attendant 4005 cid 0xfed


list trace station 5007 [after hours] Page 1

LIST TRACE

time data

17:21:55 tone-receiver 01AXX01 cid 0x120e
17:21:55 active station 5007 cid 0x120e
17:21:57 dial 0
17:21:57 term attendant-group 1 cid 0x120e
17:21:57 dial 3009
17:21:57 busy hunt-group 7 cid 0x120e

 

[glenng3]

I got this sorted out. I started to wonder why changing the forwarding did not work, since the manual says coverage won't work on the hunt group. Looking at the hunt group, I found coverage was enabled. I disabled coverage (set it to blank) and then forwarded the hunt group, 3009, to the number for general voicemail, 4096, and everything began to work right. So it seems coverage was working for external calls, but not on internal calls. Note to self: Don't believe everything you read in the manual. -G.